Participants will receive an introduction letter approximately 14 days prior to the Go Live date. The letter will provide the new URL for accessing their online account. Participants will be required to complete registration through the new web portal.

Yes, participants may view the new WageWorks web portal using their mobile devices.

The customer service hours of operation will not change. However, the correspondence mailing addresses will change. The changes to mailing addresses, as well as the phone number for customer service, will be discussed during the migration kick-off meeting. Participants will be sent an introduction letter providing the customer service phone number and mailing addresses that should be used going forward.

During the migration process, you will receive communications via email to keep you informed. You can also access this website for the latest information and resources related to your migration. If you have additional questions, please reach out to your Relationship Management team.

No. You can continue to send files to the FTP site with the same credentials. There will be no changes to this process.

No. The location for file delivery and receipt will not change. Your existing credentials will be used to access the WageWorks' FTP site and there will be no change to your connectivity.

WageWorks will work directly with your carriers/vendors to implement outbound files that meet the carrier's/vendor's specifications. If a carrier/vendor is unresponsive, WageWorks may ask you to intervene. Your support will help to ensure the carrier is appropriately engaged and communicating with us in a timely manner.

No. You should continue to contact your DIS team as you do today. However, service is a constant priority and we're reviewing the current support model to determine if and where any improvements may be made. We'll communicate with you before implementing any changes that affect your support model.

You should continue to contact your COBRA Relationship Management team as you do today. However, to ensure service excellence, we’re reviewing the current service model to identify opportunities for improvement. We’ll communicate with you before implementing any changes that affect your service model.

Yes. The website address (URL) will change from wageworks.com to cobrabenefits.wageworks.com. You will receive new log-in credentials prior to the Go Live date. Training links and user guide materials for how to access and navigate the web portal are available under the ‘Support' section of the migration site.

Please contact your WageWorks Relationship Management team to initiate any changes to your COBRA/Direct Bill services.

Yes. Although the reports will contain similar data, the standard report suite will be different than the report suite that you receive today. Please see the Client/Participant Experience Guide located on the Support page of the migration website for detailed descriptions of the new report suite and a cross-reference to your current reporting.

Yes. The ACA reporting process will change. You will need to contact your Relationship Manager to request the ACA report data.

Two separate reports will be provided for the transitioning year, one will include the data for months prior to the migration and the other for months following the migration.

If you believe that a COBRA/Direct Bill compliance incident has occurred, please contact your COBRA/Direct Bill Relationship Management team immediately. Your Relationship Management team will work directly with you on remediation.

Access to the prior website will be available for 60 days after the Go Live date. If information is needed after the 60 days has elapsed, please contact your Relationship Manager for assistance.

Upon completion of the migration process, participants will receive an introduction letter providing them with the phone/fax number, email and correspondence mailing address that should be used going forward.

Yes. The participant notices will change. However, the information contained within the notices will still follow the Department of Labor (DOL) requirements. Samples of the new notices are available on the ‘Support’ page of the migration website.

Participants that are in a pending status at the point of migration will have three (3) ways to make an election:

1. Mail form to: WageWorks, Inc., P.O. Box 226101, Dallas, TX 75222
2. Fax form to: WageWorks, Inc. at 866-450-5634
3. Enroll on-line at: mybenefits.wageworks.com

Any election forms submitted to the prior correspondence address/fax number will be directed to the appropriate team for processing.

Yes. Participants will no longer receive coupons for remitting payments. Instead, participants will receive monthly invoices around the 15th of the month for the subsequent month. The payment lockbox address for check payments will also be changing to BNY Mellon. Participants will be notified of this change in the introduction letter, as well as in notices included with their monthly invoice.

The online ACH payment process will not change. Participants will still be able to initiate a one-time payment through the website. Participants who had previously scheduled one-time payments for a future date will need to re-submit these payments. Participants will be notified of this change in the introduction letter.

Participants with recurring ACH payments will need to reauthorize WageWorks for ACH debits from their new online account. The timing for processing ACH debits will change to the 26th - 29th of the month for all participants who re-enroll in this set-up. Participants will be notified of this change in the introduction letter.

An additional payment method will now be offered. Participants may make a payment through the WageWorks Interactive Voice Response system (IVR).

Credit card payments will continue to be offered for clients who have contracted for this additional service. Clients will still be responsible for the associated transaction fees (unless other contractual agreements have been made).

Yes. The website address (URL) will change from wageworks.com to mybenefits.wageworks.com. Participants will be notified of this change in the introduction letter. When participants access the new URL for the first time, they will be required to create a new username and password.

There are no changes planned for the appeals process. However, the fax number where the request should be sent will change to 866-450-5636 and the mailing address is: WageWorks COBRA Appeals, P.O. Box 226101, Dallas, TX 75222

Premiums will be remitted back to the client on a monthly frequency using the same credit method that is in place today.

Yes. If your insurance carriers currently receive collected monthly premiums, they'll continue receiving a monthly credit from WageWorks. The process for paying insurance carriers will be changing and will be reviewed in more detail during the Migration Kick-off.

Yes. Your Premium Statement Report will be available on the website by the 10th business day of each month. An email notification will be sent when it has been processed and posted.

All checks should be sent to:
WageWorks, Inc., P.O. Box 660212, Dallas, TX 75266-0212

This new process will be reviewed in more detail during the Migration Kick-off.

Yes. Participants that have paid premiums in advance (payments past the Go Live date) will have those funds transferred and credited on the new platform.

No. The existing ACH payment authorizations will not be transferred to the new platform. Participants will be required to re-enroll from their online account. Participants will be notified of this change in the introduction letter.

Yes. Participants will have the same three payment options. If any of the payment options are not enabled for your participants, WageWorks will gladly partner with you to activate the additional payment options.

In addition to the current three options available, a new IVR payment option will also be available to participants.

The credit card option will continue to be offered for those clients who have contracted for this additional service. Clients will still be responsible for the associated transaction fees (unless other contractual agreements have been made).

Yes. COBRA/Direct Bill check payments should be mailed to a new lock box associated with BNY Mellon. Participants will receive notification of this change via their monthly invoices.

For a designated time period, payments received at the old lock box will be processed and posted to the new participant account on a semi-monthly basis.

Checks will continue to be made payable to WageWorks, Inc.

No. There will be no disruption or payment freeze period.

Yes. We'll work closely with you and your carriers/vendors to establish new files for the new platform. If a carrier/vendor is unresponsive, WageWorks may ask you to intervene. Your support will help to ensure the carrier is appropriately engaged and communicating with us in a timely manner.

Yes. WageWorks will work directly with your carriers/vendors to implement and test the files to their specifications. As the client, we may need your support to ensure the carrier/vendor engages and communicates with us in a timely manner throughout the work effort.